Toshiba Digital Business Telephone Solutions manual Flexible Buttons

Buttons The Grand Tour

Flexible Buttons

The buttons described in Table 2 are specific to the ACD Supervisor’s telephone (also see examples in Figure 1).

Table 2	Flexible Button Definitions
	Button	Definition
ACD Call Pickup		Picks up ACD calls ringing at any Agent’s telephone in the same group. The calls
		are no longer registered as an ACD call.
Agent Status		Displays the status of Agents in a particular ACD Group. Use Scroll to step through
		the status of agents in the group.*
End of ACD Shift		Activates the after-shift service of an ACD Group and directs all new incoming ACD
		calls to a pre-assigned destination.
Monitor ACD Call		Monitors (listens to) an ACD call.
Night Transfer/NT Lock		Routes incoming calls to/from an ACD group during different times of the day. These
		buttons are not always needed by ACD Supervisors.
Queue Status		Displays how many calls are waiting in the queue for a particular ACD Group and
		how long each call has been waiting.*
Reset Queue Alarm		Resets the queue alarm and its timer.
Supvr Auto Log In		Enables you to automatically log into the ACD Group as a Supervisor.*
Transfer to ACD Group		Transfers Exchange line calls (non-ACD or ACD) into an ACD Group.*

*Must be programmed using SD buttons for one-touch access. (See Appendix A for instructions.)

Note Toshiba recommends that Supervisor telephones have at least two [PDN] buttons to answer Agent Assistance calls when monitoring ACD calls, Agent/Queue Status.

4 Strata CT ACD Supervisor November 2001